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The Hidden Cost of Frontline Workarounds in Hotel Operations

In Brief: Sanjay Mohandas examines how unauthorized workarounds by hotel frontline staff can undermine operational consistency, increase hidden costs, and create risks for owners and operators seeking to maintain service standards and profitability. The Hidden Cost of Frontline Workarounds in Hotel Operations – Image Credit Unsplash+    The most honest sentence in hotel operations is usually whispered.”That is what the SOP says. Here is what we actually do.”By the end of a new employee’s first week, they have usually met two hotels.The first hotel is the official one. Requests are logged, tasks are assigned, room statuses are updated, escalations follow a…

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